[2021] Purchased an upgrade to Prepare for Escape edition, got nothing and little help from BSG support

So I've had the standard edition since January 2020, and decided to upgrade to the Prepare for Escape edition during this holiday sale. I purchased it, and two days later, nothing. I opened a ticket with BSG after confirming that my payment with XSolla went through. It did, and the only response I've got from BSG so far (six days after opening the ticket) is a question if I have another account (I do not), and a request to confirm I own the account with a litany of documents (I sent them all of them). I'm just tired of the lack of support after a large purchase, and I'm looking for any help you guys can provide. Honestly considering opening a claim with PayPal at this point.

Thanks.